Experience This!
Activity Overview
Episode publication activity over the past year
Episodes
EP085: Driving, Enhancing, and Calculating!
24 Dec 2019
Contributed by Lukas
Learn why it's important to maintain a standard of excellence, why you may need to fix things about your business that aren't broken, and why a simple...
EP084: Cleansing, Nursing, and Wasting!
17 Dec 2019
Contributed by Lukas
Learn about a new hot spot in Las Vegas serving an unusual target market, creative ways to build a relationship with your desired audience, and the im...
EP083: Groceries, Transitions, and Waiting!
10 Dec 2019
Contributed by Lukas
Learn why it's important to ask your customers what they think about your changes, how to make transitions less turbulent for customers, and how to ma...
EP082: Pizzability, Usability, and Adaptability!
03 Dec 2019
Contributed by Lukas
Learn about a restaurant designed to create an inclusive environment, the importance of creating user-friendly experiences for the elderly, and how th...
EP081: Bandwidth, Barriers, and... Banksgiving?
26 Nov 2019
Contributed by Lukas
Learn about the ever-changing role of the chief experience officer, a charity that has revolutionized the donor experience, and a bank that decided to...
EP080: Gift Giving, Code Breaking, and Artifact Creating!
19 Nov 2019
Contributed by Lukas
Explore how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciati...
EP079: Sharing, Shaving, and Singing!
12 Nov 2019
Contributed by Lukas
Learn about our listeners' remarkable customer experiences, explore the advantages and disadvantages of subscription services, and get creative to pro...
EP078: Intervening, Introspection, and Interacting!
05 Nov 2019
Contributed by Lukas
Learn how artificial intelligence can enhance customer support, how entrepreneurs can find inspiration in self reliance, and how one customer's behavi...
EP077: Cooks, Photographers, and Ditchers!
29 Oct 2019
Contributed by Lukas
Learn how you can turn a negative experience into a lifelong customer, how customizing imagery can create personal connection, and how important it is...
EP076: Automating, Researching, and Anticipating!
22 Oct 2019
Contributed by Lukas
Learn about the perils of automated prospecting, the benefits of taking a few minutes to do your homework BEFORE speaking with a prospect, and how you...
EP075: Manipulations, Massages, and Madelines!
15 Oct 2019
Contributed by Lukas
Learn how sometimes what you see isn't necessarily wise to believe, how to create a remarkable experience in a commoditized industry, and why the sens...
EP074: Binging, Auto-Adding, and Considering!
08 Oct 2019
Contributed by Lukas
Learn about the benefits of rewriting your message to acknowledge your customers' behavior, the pros and cons of sharing your email address, and the p...
EP073: Engaging, Squinting, and Interacting!
01 Oct 2019
Contributed by Lukas
Learn about the future of customer engagement, why it pays to read the fine print, and how human-to-human interactions are the key to customer experie...
EP072: Eliminating, Expiring, and Understanding!
24 Sep 2019
Contributed by Lukas
Learn about one of the biggest annoyances in air travel, treating your most loyal customers poorly, and the importance of learning all you can about y...
EP071: Bananas, Baseball, and Yellow Tuxedos!
17 Sep 2019
Contributed by Lukas
Learn about an entertainment spectacle with some baseball in the middle, building a culture of experience, and how to be successful by standing out. B...
EP070: LEGO, Leverage, and Lobbies!
28 May 2019
Contributed by Lukas
Learn the key takeaways from a designer of colored bricks, how behind the scenes activity can support your customer-facing activity, and how the art i...
EP069: Emojis, Surveys, and Sodas!
21 May 2019
Contributed by Lukas
Learn how to identify customer sentiment using more than just words, why asking for feedback shouldn't annoy customers, and how a new store operates w...
EP068: Choosing, Perusing, and Browsing!
14 May 2019
Contributed by Lukas
Learn about the role of gender in artificial intelligence, explaining a printed piece of paper using a video, and taking an online store into a real w...
EP067: Smiles, Sodas, and Sips!
07 May 2019
Contributed by Lukas
Learn about how humor can play a role in the customer experience, an unlikely alliance of fierce competitors, and a marketplace that helps bars set pr...
EP066: Gargoyles, Rings, and Birthdays!
30 Apr 2019
Contributed by Lukas
Learn about embracing conspiracies to liven up your experience, making everything you touch part of the experience, and paying attention to your custo...
EP065: Highlights, Highfliers, and High Points!
23 Apr 2019
Contributed by Lukas
Learn about the best parts of an international customer experience conference, the most remarkable experiences of the last year as shared by the liste...
EP064: Robots, Acronyms, and iPhones!
16 Apr 2019
Contributed by Lukas
Learn about a coffee shop without any people in it, a bank advertisement without understandable words in it, and what we love and can't stand about th...
EP063: Prima Donnas, Penguins, and Pasta!
09 Apr 2019
Contributed by Lukas
Learn about using experience to attract new audiences, building natural tourist attractions, and an Italian meal to remember - in Australia?! Bite-Si...
EP062: Responding, Rescheduling, and Recovering!
02 Apr 2019
Contributed by Lukas
Learn about new tactics to enhance your customer service in social media, how one school district deals with frustrated parents on snow days, and the ...
EP061: Premium Service, Curriculum and Packaging!
26 Mar 2019
Contributed by Lukas
Learn about why some customers should get better service than others, the keys to employee learning and development, and how you can use packaging to ...
EP060: Glasses, Voices, and Choices!
19 Mar 2019
Contributed by Lukas
Learn how one company used a modern vision to disrupt a centuries old industry, how technology makes it easier to listen to the voice of your customer...
EP059: Liberals, Conservatives, and Can't We All Just Get Along!
12 Mar 2019
Contributed by Lukas
Learn about how extreme political views can affect your customers' decision making, why the U.S. federal government shutdown had wide ranging "experie...
EP058: Individuals, Ichiban, and Interest!
05 Mar 2019
Contributed by Lukas
EmpowerCXLearn about cutting edge customer journey mapping, counting the many customer experiences of Tokyo, Japan, and what to do when someone wants ...
EP057: Vegetables, Rebellions, and Sneakers!
26 Feb 2019
Contributed by Lukas
Bite-Sized Delight From the Episode: • How "re-branding" bad produce creates loyal customers. • How author Mark Schaefer sees customers as leadi...
EP056: Surveys, Situations, and Saviors!
19 Feb 2019
Contributed by Lukas
Learn what customers have to say about customer experience, how packaging can be designed for specific situations, and how one pizza brand saved New Y...
EP055: Instructions, Introductions, and Resolutions!
31 Dec 2018
Contributed by Lukas
Learn how a cable company made it easier to find the shows you want, a personalized way to introduce yourself to new customers, and a collection of Ne...
EP054: Tribal, Technical, and Bibliographical!
24 Dec 2018
Contributed by Lukas
Learn about implementing ancient wisdom into your employee and customer training efforts, taking a painful process and making it enjoyable every step ...
EP053: Reindeer, Jingle Bells, and Santa Claus!
18 Dec 2018
Contributed by Lukas
Enjoy the "Christmas carol" versions of a call center agent best practices, the downside of a new website, the value of customers, the importance of k...
EP052: Caffeinated, Educated, and Articulated!
11 Dec 2018
Contributed by Lukas
Learn about a coffee shop that helps patrons get their mojo on, how to leverage the knowledge of all of your customers in one place, and why words mat...
EP051: Fliers, Criers, and Clippers!
04 Dec 2018
Contributed by Lukas
Learn about avoiding turbulence at 35,000 feet with Delta Airlines, how to properly welcome someone at the border courtesy of UK Customs, and getting ...
EP050: Bankruptcy, Advocacy, and Currency!
27 Nov 2018
Contributed by Lukas
Learn about the reasons why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM. Bite-Sized D...
EP049: The Banksy, The Employee, and The Birthday!
20 Nov 2018
Contributed by Lukas
Bite-Sized Delight From the Episode: • What happens when the "experience" becomes the "product" we are selling to customers and the "product" is th...
EP048: Navigating, Motivating, and Integrating!
13 Nov 2018
Contributed by Lukas
Learn how the words in your website navigation actually make a difference, how saying the right thing can turn a failure into another try, and why ali...
EP047: Intention, Reinvention, and Attention!
06 Nov 2018
Contributed by Lukas
Learn about new expectations for high-rise living, advances in fast food restaurant order placement, and techniques to stay top of mind in a world fil...
EP046: Buttons, Braces, and Botanicals!
30 Oct 2018
Contributed by Lukas
Learn about crosswalk and elevator buttons that don't work, medical appointments that don't start on time, and a taste test that defies expectations! ...
EP045: Mazes, Phrases, and Passports!
23 Oct 2018
Contributed by Lukas
Learn about the less-than-straight path of the typical B2B customer, the power of words as demonstrated by the one and only Mr. Rogers, and The Depart...
EP044: Salads, Sports, and Stupidity!
16 Oct 2018
Contributed by Lukas
Learn about major customer experience fails that were so easy to avoid including: a server blaming the kitchen for a food mistake, a professional spor...
EP043: Eclipsing, Canceling, and Moving!
09 Oct 2018
Contributed by Lukas
Learn about a flight crew's commitment to deliver an "out of this world" experience for their passenger, how ending a relationship is just as importan...
EP042: Signing, Assembling, and Governing!
02 Oct 2018
Contributed by Lukas
Learn about a coffee shop that caters to the deaf community, constructing a media stand without going crazy, and an entire state dedicated to customer...
EP041: Universal Waiting, Disney Committing, and Myrtle Moaning!
25 Sep 2018
Contributed by Lukas
Learn how Hollywood has improved the act of waiting, how the Magic Kingdom continuously commits to customer experience, and how talking in the restroo...
EP040: Pictures, Pants, and Batteries!
26 Jun 2018
Contributed by Lukas
Listeners share their experiences, including how one employee turned a customer into a brand ambassador, a wedding photographer who got rave reviews b...
EP039: Reviews, Repairs, and Moves!
19 Jun 2018
Contributed by Lukas
The best way to get and respond to customer reviews, unexpected customer experiences when your car breaks down on a road trip, and a look at the good...
EP038: Lights, Coffee, and Wallets!
12 Jun 2018
Contributed by Lukas
How Nespresso accounts for every moment in the customer experience lifecycle, the problem with introducing new technology to the customer experience, ...
EP037: Experience Living, House Hunting, and Smooth Exiting!
05 Jun 2018
Contributed by Lukas
The shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer's experience is as imp...
EP036: Freebie, Message Me, and Hierarchy!
29 May 2018
Contributed by Lukas
Why direct messaging is crucial to the customer experience of tomorrow, when a "free" cruise isn't really free, and how a CEO reports to his employees...
EP035: Elbows, Pillow Cases, and Salt Blocks!
22 May 2018
Contributed by Lukas
We follow Joey around for a great day of customer experience, including a visit to Bed Bath & Beyond that gave him new hope for the retail experience...
EP034: Punks, Chains, and Nightlights!
15 May 2018
Contributed by Lukas
How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experie...
EP033: Mothers, Failures, and Retailers!
08 May 2018
Contributed by Lukas
The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail ex...
EP032: Introing, Hooking, and Frictioning!
01 May 2018
Contributed by Lukas
What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to maki...
EP031: Virtual Reality, Big Screen Reality, and Your Reality!
24 Apr 2018
Contributed by Lukas
The future of virtual reality in the customer experience, the effects of fiction coming to life on the big screen, and how the future is (or isn't) al...
EP030: Grammar, User, and Listener!
17 Apr 2018
Contributed by Lukas
How brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketi...
EP029: Flying, Frying, and Exercising!
10 Apr 2018
Contributed by Lukas
How Peloton's customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC's clever respons...
EP028: Peeing, Agreeing, and Foreseeing!
03 Apr 2018
Contributed by Lukas
How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why s...
EP027: Cyclists, Duck Boots, and Restroom Signage!
27 Mar 2018
Contributed by Lukas
How small customer experience improvements can add up to big changes, why signs tell you more than just where the bathroom is, and the do's and don'ts...
EP026: Healthy, Error Free, and Pregnancy!
20 Mar 2018
Contributed by Lukas
How you can turn mistakes into customer experience opportunities, IKEA's risky marketing move that pays off, and what we can learn from a great meal d...
EP025: Confusing, Training, and Tripping!
13 Mar 2018
Contributed by Lukas
Why technology is never as easy as it should be, how a commuter train line uses a simple piece of paper to change your workday, and one man's journey ...
EP024: Science, Slime, and School!
06 Mar 2018
Contributed by Lukas
This week we look at things from a kids-eye view: how one company is making learning about science into an experience for kids, what some real kids th...
EP023: Sharks, Salespeople, and Secrets!
27 Feb 2018
Contributed by Lukas
How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you'll never forget, and the difference between a good...
EP022: Working, Learning, and Recovering!
20 Feb 2018
Contributed by Lukas
Why customer service and marketing must collaborate, the dos (and don'ts) of conferences, and why a phone call is more important than you think. Bite-...
EP020: Stars, Freezing, and Bystanders!
13 Feb 2018
Contributed by Lukas
How one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with you...
EP021: Doing More, Engaging More, and Charging More!
06 Feb 2018
Contributed by Lukas
Why MORE means more for your customers, a simple and free idea to build customer relationships, and what you can learn from a Manhattan electronics st...
EP019: Branding, Amazing, and Lagging!
30 Jan 2018
Contributed by Lukas
Why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate. Bi...
EP 018: Mickey Mouse, S'mores, and A-ha!
23 Jan 2018
Contributed by Lukas
A look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s clas...
EP 017: Trendy, Chewy, and Every!
16 Jan 2018
Contributed by Lukas
Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is ...
EP016: Glowing, Sporting, and Surprising!
09 Jan 2018
Contributed by Lukas
Why exceptional customer service doesn't happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to th...
EP 015: Salespeople, Cease and Desists, and Principles!
02 Jan 2018
Contributed by Lukas
Why you shouldn't be afraid to publicly admit your mistakes, how Netflix brought fun to its required communications, and how you can harness the power...
EP014: Gas, Culture, and Hooch!
19 Dec 2017
Contributed by Lukas
Bite-Sized Delight From the Episode: When you create a new customer experience, somebody needs to try it out and see if it's easy for your customers....
EP013: Invisibility, Availability, and Readability!
12 Dec 2017
Contributed by Lukas
We look at everything that goes into providing an exceptional customer experience, from making a positive impact when your customers contact support t...
EP012: Marshmallows, Cocktails, and Doorknobs!
05 Dec 2017
Contributed by Lukas
Bite-Sized Delight From the Episode: Encouraging employees to walk a mile in customers' shoes can only make your customer experience better. Shocking...
EP011: Legalese, Movies, and Saying Please!
28 Nov 2017
Contributed by Lukas
Bite-Sized Delight From the Episode: Delta is delighting passengers with its new (totally free) in-flight entertainment streaming platform. Household...
EP010: Oil Changes, New Brakes, and Googling!
21 Nov 2017
Contributed by Lukas
We could all be doing more to answer customer questions, pre-empt their needs, and deliver a pitch-perfect customer experience. Bite-Sized Delight Fro...
EP009: Notepads, Foreign Languages, and Cool Kicks!
14 Nov 2017
Contributed by Lukas
Make sure your remarkable customer experience is memorable for the right reasons, whether you're running a diner or an insurance company. Bite-Sized D...
EP008: Fiddlesticks, Fiber Optics, and Fumbles!
07 Nov 2017
Contributed by Lukas
Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you'll e...
EP007: Queens, Cymbals, and Complainers!
31 Oct 2017
Contributed by Lukas
Five-year business plans? More like 500-year business plans! Good customer service combined with a deep knowledge of your buyer's tools, behaviors, an...
EP006: Robots, Music, and Pizza!
24 Oct 2017
Contributed by Lukas
Happy customers are what make your world go round. Creating advocates through thoughtful AI, engagingly catchy music, and rewards programs will cultiv...
EP005: Trusting, Eating, and Tweeting!
17 Oct 2017
Contributed by Lukas
Getting your customers in the door means winning first impression, no matter the quality of the product, while getting them to come back means showing...
EP004: Flamethrowers, Fashion, and Fiberglass!
10 Oct 2017
Contributed by Lukas
Two things can transform the experience of any customer: trust and superfans. Trust your customers, tell inside jokes to superfans, and you will be re...
EP003: Hobbits, Tray Tables, and Emojis!
03 Oct 2017
Contributed by Lukas
Mandatory presentations are infamously dull. But in the right hands, it can be a customer experience opportunity. If you can make the required become ...
EP002: Wrinkles, Stalkers, and Axes!
26 Sep 2017
Contributed by Lukas
In life and customer experience, it's all about the little things. From faucets to playing host at a party, you can create a truly exceptional experie...
EP001: Cheaters, Ice Cream, and Temper Tantrums!
19 Sep 2017
Contributed by Lukas
Your customers are changing faster than ever before. In the past, you were compared to your competitors. Now your customers compare you to everyone th...